Product
The service options an Internet-only customer can add to watch cable TV over the Internet, without the need to add a box
What are Spectrum Stream TV & TV Choice
The number of statements a customer can request to reprint without Supervisor Approval?
What is up to 6 months, not including the current month
To set the Agenda & take ownership of the call
What is Engage with the Customer
True or False
The Privacy/Opt- Out option is to prevent past due customers from receiving collection calls, after payment arrangements have been made on the account
What is False
The 3 channel options the Call Center TV’s can be
tuned to
What are Spectrum News, Sports Events and the weather
The 2 Mobile Data plans Spectrum offers
What are By the Gig (BtG) & Unlimited
The adjustment type & the amount that would be applicable for a customer requesting a credit because the tech arrived an hour late to an installation
What is an On-Time Guarantee (OTG)
amount $20
To Provide a Value Statement and a customer
WIIFM (whats in it for me)
What is Resolve the Issue
To re-enter a return date on the 33/CM (additional screen)
What is when a seasonal customer calls to say they are returning earlier than expected from their vacation/seasonal
The appropriate situation to use the conference call option
What is when using the Language Line to help a customer
The package bundles we now offer under the SPP 2.0 service
Single play or double play, with the option to add on Voice
The Billing screen that displays Collection timeline on past due accounts, such as when the Internet past due message will appear and when the soft interruption is scheduled
What is the 14/CO (Collections Event) screen
To use effective knowledge & Tools
What is to Discover the Issue
When the WOA error message “2079” appears on a work order, when migrating from Legacy to SPP, what do you need to do to clear the error?
What is the equipment is incompatible.
Need to swap out equipment
It is the correct start time to enter into the VSA when your shift is 11am-8pm & you are calling the VSA line because you are running an hour late
What is 12pm
Name 2 Valid Reasons that a Customer can cancel a Seasonal Sports PKG, such as MLB
Service Interruptions
Moving out of service area
Customer deceased
Ordered in Error
An example of an A.R.M. response to explain a promo roll-off bill change
What is (answer should include all 3 parts of ARM)
A= Acknowledge
R= Respond
M= Move the conversation forward
To Move Forward & set customer expectations
What is to Confirm & Capture
The meaning of the ICOMs error message
Cat (D) include if 1A
What is the Data (internet) service codes need correcting
The 3 steps you need to complete when receiving a ghost/dead-air call
What are:
Make 3 attempts to answer the call
Properly track in Call Tracker
Flag the call